Amazon Connect is Amazon’s AWS Call Center offering. With the weight of Amazon behind it, the large AWS development community, and its different pricing model, it’s attracting a huge amount of attention, and has the potential of shaking up the industry.
But real world contact centers are complex and messy, and many an entrant into this space learned their lessons the hard way. So, can Amazon Connect be used today to create a real contact center system that meets all of the operations needs, is supportable, and can adapt to the ever changing needs of the business?
In this series, we’ll find out. We’ll take a sample call center modeled after a real customer of Biz Meets Tech, and attempt to build it using Amazon Connect.
The first post of the series can be found here.